SIMBA.sg - Canberra MRT

First time writing a review here. I usually don’t bother with reviews, especially for companies that clearly have no intention of improving customer experience. Ironically, their email signature is “Customer Experience.” Well, like many others here, I deeply regret switching from Singtel to SIMBA after seeing their flashy SGD 29.90 for 10Gbps offer. As the saying goes: you get what you pay for. Here’s our story: We scheduled a free activation for March 5, 2025. Unfortunately, my wife missed the appointment and no one was home. Surprisingly, the line was marked as “activated” by the technician—even though no one was there. We used the connection smoothly for a few weeks until March 27, when suddenly there was no internet. Our ASUS router started prompting daily: “Check with ISP.” Thinking an in-person visit would resolve things faster, my wife went to one of their retail stores. She provided all her personal details, only to be told there was no record of anything, and that she had to wait for an email from the broadband team. Wasted trip. Despite following up via email and Facebook, it took over a week for them to respond—and only then did they inform us that the activation was incomplete and now we had to pay SGD 70 for a technician visit. Customer experience so far: * No notification that activation had failed since March 5, even though the line was marked as activated. * Wasted trip to their store with no support. * Long wait times with generic, AI-generated/refined replies. * No direct contact—email signatures lack any phone extension or DID. They won’t call no matter how you request. Once you’ve signed up, that’s it. You’re locked in under their T&Cs. No matter what you explain politely or how frustrated you are, their team gives canned responses and hides behind policy. Any issues? Too bad. They take their own sweet time to respond. You’re stuck in a 365-day contract unless you’re willing to pay the price to leave early. That’s the feeling their support wanted customers to perceive. If you really want to improve, you wouldn’t want customers to perceive that. So yes, SGD 29.90 sounds like a good deal—but this is exactly what you’re signing up for. Beware.

Useless staff. They couldn't tell the difference between prepaid and postpaid. It expires after 30 days, and I was not informed of this! It was super inconvenient to travel all the way to Orchard! And the line is no good!